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Integrating the Kano Model and IPA to Measure Service Quality of Pet Grooming

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Human-Computer Interaction (HCII 2023)

Part of the book series: Lecture Notes in Computer Science ((LNCS,volume 14012))

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Abstract

In recent years, there are huge business opportunities for pet grooming services, but the market competition has become increasingly fierce. In order to stand out in this competitive environment, operators need to identify customer needs (i.e., what customers care about). Therefore, the purpose of this study is to investigate the design of pet grooming services with customer satisfaction and to conduct a study with case studies of pet groomers. By introducing KANO Model and IPA to analyze customer needs and design customer satisfaction pet grooming services. The contributions are (1) to fill the research gap of pet owners’ expectations and satisfaction of the quality of services received by their pets. (2) Help pet grooming operators to classify and set strategic priorities for service quality for practical application.

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Authors and Affiliations

  1. Department of Industrial Design, National Cheng Kung University, Tainan, Taiwan

    Kai-Chieh Yen & Yu-Hsiu Hung

Authors
  1. Kai-Chieh Yen
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  2. Yu-Hsiu Hung
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Correspondence to Yu-Hsiu Hung .

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Editors and Affiliations

  1. The Open University of Japan, Chiba, Japan

    Masaaki Kurosu

  2. Hosei University, Tokyo, Japan

    Ayako Hashizume

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Yen, KC., Hung, YH. (2023). Integrating the Kano Model and IPA to Measure Service Quality of Pet Grooming. In: Kurosu, M., Hashizume, A. (eds) Human-Computer Interaction. HCII 2023. Lecture Notes in Computer Science, vol 14012. Springer, Cham. https://doi.org/10.1007/978-3-031-35599-8_34

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  • DOI: https://doi.org/10.1007/978-3-031-35599-8_34

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-35598-1

  • Online ISBN: 978-3-031-35599-8

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